So I have a new boss. And now we urgently need to "implement" KPI. Nothing else exists - WE NEED KPIs. GIVE ME KPIs!!!

I am still waiting for an explanation as to why we need to focus on 7 particular areas, what are the new objectives (cause you know, new boss), what things are more important then other, etc, etc... Looking from my ITIL ivory tower I can tell that this will be an exercise in futility, but who am I to tell them that?

So I have a new boss. And now we urgently need to "implement" KPI. Nothing else exists - WE NEED KPIs. GIVE ME KPIs!!!

I am still waiting for an explanation as to why we need to focus on 7 particular areas, what are the new objectives (cause you know, new boss), what things are more important then other, etc, etc... Looking from my ITIL ivory tower I can tell that this will be an exercise in futility, but who am I to tell them that?

Aaaaah... feel a lot better having gotten this off my chest.

If you don't have Key Performance Indicators how do you know how you are performing against the elements that are key.

Well I understand where he is coming from as you can't manage what you don't measure.However someone has to standup to him and ask him what he would like to measure and would like to see improving. its just not appropriate to measure everything.. doing that is just like Pi****g in the air, it will come back at you._________________Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.

I suggest that you 'sigh deeply' and take a step back. What are the overall objectives you are trying to measure and what are the critical sucess factors (CSFs)?

OK now that I've thrown more jargon at you, what I simply mean is this? What is your boss trying to achieve (objectives) and what are the critical factors that will determine the success of these objectives? Once you have gotten a handle on these to questions the next question is - can you measure these success factors? If so, then you have a key performance indicator (KPI).

The problem that you will run into is that you might want to measure the CSF, but find out that you can't (too manual, not cost effective, etc). Sometimes this will take some trial and error.